Browser and Computer Issues
View Support Main Page
Course not loading? Try these solutions to common issues
Do you have the latest version of Adobe Flash installed?
If you have an old or outdated version of Adobe Flash, please click here to update your version.
Are you trying to do the course on an Apple device or an Android device? Our courses use Adobe Flash, which is not supported by iPad or iPhone. Our courses do not run well on Android OS-based phones or tablets, due to the use of Adobe Flash.
To take our courses, we recommend using the latest version of your favourite browser (Internet Explorer, Mozilla Firefox or Google Chrome) on your PC or Mac computer.
You will also need access to a printer, as your certificate can be printed upon successful course completion, and there are resource documents you may wish to print before you begin your course.
Is your browser security blocking the course player?
Your browser's pop-up blocker might be preventing the course from playing correctly. First clear your browser cache (see below for instructions), then watch for these security messages:
Internet Explorer 10: Is there a pop up at the bottom of the screen that says “Only secure content is displayed”? You will need to click “Show all content”. In older Internet Explorer versions the pop-up asks “Do you want to allow ONLY the content that was downloaded securely?”. You must click “NO”. If you click “Yes” you are asking the browser to block the content. If you have already chosen "Yes", clean your cache and choose "No" when you see the security message.
Mozilla Firefox: A shield symbol appears in the address bar (top left). You must left-click on the shield, and disable protection on the page.
Google Chrome: A shield symbol appears in the address bar (top right). You must left-click on the shield, and allow the unsafe script to load.
How do I clear my browser's cache?
In Google Chrome, clearing the cache is done via the Clear browsing data area in Settings. From there, check Cached images and files (as well as anything else you want to remove) and then tap or click the CLEAR BROWSING DATA button.
Assuming you're using a keyboard, the quickest way to Clear browsing data is via the Ctrl+Shift+Del keyboard shortcut.
Without a keyboard, tap or click the Menu button (the icon with three stacked dots) followed by More tools and finally Clear browsing data.
Tip: Choose the beginning of time from the Clear the following items from option at the top of the Clear browsing data window to make sure you get everything.
In Chrome's mobile browser, go to Settings and then Privacy. From there, choose Clear Browsing Data. In this menu, check Cached Images and Files and press the Clear Browsing Data button once, and then again when asked.
In Mozilla's Firefox browser, you clear the cache from the Clear All History area in the browser's Options. Once there, check Cache and then tap or click Clear Now.
The Ctrl+Shift+Del keyboard shortcut is probably the fastest way to open this tool. It's also available from Firefox's Menu button (the three-lined "hamburger" button) via Options, then Privacy, and finally the clear your recent history link.
Tip: Don't forget to choose Everything from the Time range to clear set of options, assuming that's the time frame you want to clear the cache over.
In Microsoft Internet Explorer, the browser that comes pre-installed on most Windows computers, clearing the cache is done from the Delete Browsing History area.
From here, check Temporary Internet files and website files and then click or tap Delete.
Like with other popular browsers, the fastest way to the Delete Browsing History settings is via the Ctrl+Shift+Del keyboard shortcut.
Another option is via the Tools button (the gear icon), followed by Safety and then Delete browsing history.
Tip: Internet Explorer often refers to the cache as temporary internet files but they're one in the same.
In Microsoft's Edge browser, included in their newer versions of Windows, clearing the cache is done via the Clear browsing data menu.
Once open, check Cached data and files and then tap or click Clear.
The fastest way to the Clear browsing data menu is via the Ctrl+Shift+Del keyboard shortcut.
Another option is via the More button (that little icon with three horizontal dots), followed by Settings and then the Choose what to clear button under the Clear browsing data heading.
Tip: Tap or click Show more while in the Clear browsing data menu for additional items you can erase while clearing cached files and images.
In Apple's Safari browser, clearing the cache is done via the Develop menu. Just tap or click Develop and then Empty Caches.
With a keyboard, clearing the cache in Safari is super easy with the Option-Command-E shortcut.
Tip: If you don't see Develop on your Safari menu bar, enable it via Preferences, then Advanced, followed by selecting the Show Develop menu in menu bar option.
Windows users can delete all of Safari's stored data through the menu button and then Preferences... > Privacy > Remove All Website Data.
In Opera, clearing the cache is done via the Clear browsing data section that's part of Settings. Once open, check Cached images and files and then click or tap Clear browsing data.
The fastest way to bring up the Clear browsing data window is via the Ctrl+Shift+Del keyboard shortcut.
Without a keyboard, click or tap Menu, then More tools, and finally Clear browsing data.
Tip: Be sure to choose the beginning of time option from the Obliterate the following items from: area at the top so you're sure to erase everything!